Overnight Manager

The Front Office Overnight Manager encompasses the highest level of hospitality and approachability by creating professional relationships with internal and external stakeholders, developing/creating an efficient and effective process that drives positive/rememberable member and guest experience as well as fun and inviting. The Overnight Front Office Manager oversees all overnight operations for rooms (hotel) and Front Office operations; including Bell Staff, Receptionists, Member Services, and assists with managing the Reservations Department.

A successful Front Office Overnight Manager has previous experience managing a high-volume, elevated, and customer-driven boutique property (overnight). In addition to a keen eye for detail, and unmatched enthusiasm for hospitality.

ESSENTIAL FUNCTIONS

Overnight Manager

• Influential overnight leader that creates and refines efficiency by providing cost recaps and sales overview by implementing a process that enhances member/guest experience and motivates staff to proactively welcome experience
• Develop and monitor yearly departmental goals, related to payroll, expenses, staffing levels, and guest service Create monthly budgets; keep rooms, expenditure, and staff costs in check as well as guests’ correspondences, process all guests and member’s claims, and disputes; Emphasis on accuracy and proper follow-up
• Oversee concierge role and provide information about local attractions, shopping, and points of interest in the city
• Contribute to yearly departmental goals, related to payroll, expenses, staffing levels, and guest service as well as responsible for monitoring and supporting daily operations, greet hotel guests and members upon arrival
• Supervise, direct, coordinate, inspire and persuade staff in order to maintain service standards as well as Ensure all new hires are provided a proper On-Boarding Training
• Participate in identifying talent gaps, interviewing, and hiring staff as well as hosting staff meetings and training opportunities to develop and grow staff skills as well as providing counseling and discipline when applicable
• Communicate daily events, guest lists, VIPs, room (hotel) occupancy, and sales budget
• Maintain quick correspondence in a courteous, professional, and rapid manner in order to resolve all guest and staff inquiries
• Deliver the highest standards of customer service and process, track and report all guests’ disputes and claims

Required Skills/Qualifications

• Minimum of 5+ years experience managing Front Office operations
• Extensive knowledge of Opera, Salesforce, Open Table, and Google Sheets is a must
• Detail-oriented, ability to multitask and work in a fast-paced environment
• Customer services oriented and excellent verbal and written communication skills
• Flexible schedule, evenings, weekends as needed
• Bilingual language skills a plus
• Hospitality Degree preferred

Physical Requirements

• Must be able to seize, grasp, turn and hold objects with hands.
• Must be able to work on your feet as well as stationary for at least 10 hours.
• Fast-paced movements are required to go from one part of the club to others.
• Must be able to move, pull, carry, or lift at least 20 pounds.
• Occasionally kneel, bend, crouch and climb as required